IT Support Administrator

We are seeking applicants who are looking for the opportunity to plant roots and grow with a purpose-driven organization. Würk provides an all-in-one workforce management solution to employers in highly regulated industries including but not limited to, cannabis, hemp, alcohol, casino, healthcare and construction. We’ve created a dynamic system to manage payroll, HR, timekeeping, and tax compliance, streamlining operations and minimizing regulatory risk. Our responsibility is to protect our clients so they can focus on their business. If you are passionate about using your skills and talents to do good, we here at Würk want to meet you! The IT Support Administrator is passionate about customer service, technology, and streamlined processes. You’ll help employees stay productive by overseeing a third-party IT support team that handles Tier 1, Tier 2, and Tier 3 tickets, while you manage escalated and high-impact issues, drive root-cause resolution, and ensure consistently excellent service. You’ll also enable safe, responsible adoption of approved AI tools across the organization (e.g., Microsoft 365 Copilot and approved AI assistants). It’s critical that you can support the following criteria: Responsibilities Support and administer core enterprise environments and services, including Microsoft 365, Entra ID (Azure AD), Microsoft Defender, and endpoint services; administer and configure Salesforce (user/license management, roles and profiles, permission sets, sharing rules, page layouts, flows, reports/dashboards); maintain administrative working knowledge of Smartsheet, Box, and other hosted services Own the relationship and day-to-day operations with a third-party IT support provider delivering Tier 1–3 coverage; set expectations, coordinate priorities, and ensure consistent user experience Manage escalations from the support provider: triage high-impact issues, provide technical direction, coordinate cross-functional resolution (IT/Security/Vendors), and communicate status to stakeholders Monitor and report on support performance (SLA attainment, backlog, aging, CSAT), lead weekly/monthly service reviews, and drive continuous improvement and root-cause reduction Enable and support approved AI tools for employees (e.g., Microsoft 365 Copilot): onboarding, troubleshooting, license/entitlement coordination, and end-user guidance Partner with Security/Compliance to apply responsible AI practices: access controls, data protection, approved-use guidance, and basic prompt-safety standards for internal support content Create and maintain AI enablement documentation (quick-starts, FAQs, troubleshooting guides) and deliver short trainings/office hours to improve adoption and reduce repeat tickets Resolve escalated incidents related to employee hardware, enterprise software, access and authentication, network and VPN issues, and virtual meeting solutions; identify trends and partner with the support provider to prevent recurrence Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems Configure MS System Center Config Manager for operating system deployment and software distribution Administer, image, and troubleshoot Windows and Mac endpoints using Intune and Endpoint Manager Accurately maintain asset inventory and adhere to asset management policies and procedures Ensure escalations are thoroughly documented in the case management system and IT knowledgebase; translate solutions into runbooks/KB articles for the support provider to improve first-time resolution Oversee the support intake channels (case management system, email, chat) with the third-party team; ensure proper triage, routing, and timely escalation for users with varying levels of proficiency Analyze Salesforce usage, data quality, and process gaps; partner with business stakeholders to gather requirements, recommend configuration changes, and deliver enhancements (custom objects/fields, validation rules, flows, reports/dashboards) that improve adoption and operational efficiency Provide outstanding customer service via remote support channels and tools (e.g., Teams screen share/remote assistance), partnering with the third-party provider for any required hands-on support Required Skill Sets & Experience Bachelor’s degree from an accredited institution in a relevant discipline (information systems, computer science, engineering, etc.) or equivalent work experience (4-Years) Accreditations in any of the following: A+ (CompTIA), ACMT (Apple), HDI-CSR (HDI), ITIL Foundation (ITIL), Microsoft 365 Certified: Enterprise, Administrator Expert Minimum 2+ years in a customer-facing IT support or systems administration role You have outstanding written and verbal communication skills, and you use those skills to translate very technical issues so that non-technical clients can easily understand them. Hands-on Salesforce administration and configuration experience (user/license management, security model, page layouts, flows, validation rules, reports and dashboards) and the analytical skills to translate business requirements into Salesforce solutions; Salesforce Administrator certification preferred Demonstrated aptitude and a solid administrative understanding of Smartsheet, Windows OS, macOS, MS365, Microsoft Azure AD, Exchange, Endpoint Manager, and Teams Familiarity with enterprise AI enablement concepts such as Microsoft 365 Copilot readiness (identity, licensing, data permissions), user support patterns, and responsible-use guidance Working knowledge of security and compliance controls relevant to AI and productivity tooling (e.g., conditional access, MFA, DLP concepts, sensitivity labels, Defender signals) and how they impact end-user experiences Configuration of MS System Center Config Manager to deploy operating systems, distribute software, and apply patches Superior analytical, planning, organizational, and problem-solving skills Supporting and maintaining audio/video and collaboration experiences for distributed teams (e.g., Teams meetings, headsets, webcams), primarily through remote diagnostics and coordination with vendors as needed Ability to occasionally lift and move shipped IT equipment (up to 50 lbs) in a home-office setting and coordinate packing/shipping/returns (may involve squatting, bending, or kneeling) What’s in it for you? Competitive medical, dental, and vision plans 100% employer-paid basic life insurance, short term disability, and employee assistance programs 401(k) traditional and Roth plans with Employer Match Generous PTO, bonus, and stock options $400 office equipment reimbursement $300/year fitness reimbursement Internet reimbursement Paid professional development & tuition reimbursement Generous referral bonuses Paid parental leave Remote-friendly work environment Paid sabbatical leave program Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Wurk is an Equal Opportunity Employer. Wurk does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. At this time, Wurk cannot provide work visa sponsorship. Candidates must have legal authorization to work and be based in the United States to be considered for this role. The base annual salary range for this position is $85,000 to $105,000, and will be based on the candidate's experience, education, and geographic location. #LI-Remote